No Proactive Alerts on Voice or SMS – Why?

Posted on July 18th, 2011

This article from Fierce’s Mike Dano is a perfect example of where mobile operators are missing the boat on providing their customers with excellent customer service for long-term advantage. The topic is the new metered payment plans from the top tier carriers – and the fact that while they provide alerts for data – they do not provide alerts for voice minutes or SMS. Why?

Dano reported, “When I asked representatives from the Tier 1 carriers why they don’t offer pro-active usage alerts, most explained that there are a range of ways for subscribers to check their own monthly voice and text traffic.”

Wow. OK… in other words, just let the poor suckers do it themselves. Isn’t this exactly the attitude that leaves telecom service providers at the bottom of customer satisfaction lists?

As we’ve outlined in this blog in the past, this type of pro-active alert is the perfect opportunity to communicate with customers. Instead of leaving them to end up frustrated or angry with an overage, the carrier can be helpful and show the customer how data can make their lives better. This type of useful, positive communication with a customer serves to strengthen the relationship, isn’t that worth more than a few extra nickels?

As Dano concluded, “More importantly, pro-active usage alerts would show that wireless carriers are interested in actually providing fair service to their customers, rather than sneaking extra money out of their pockets.”

What do you think?

 

 

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